This will happen if the user LDAP is not published to the Web Access web-tools such as the Helpdesk and Self Service Desk. Publishing a user LDAP means that a LDAP link is created in between the web-tools and the user LDAP.

If you have multiple different user LDAP (user domains) services, verify that the given domain name points to the correct LDAP connector in Web Access.

To publish user LDAP to web-tools:

Choose the LDAP connector from Web Access that should be published.

Click publish to plugins -link from the Directory Contents tool-box on the right side of the page.

If you already have published the LDAP connector, check that the LDAP connector password is valid.

Note: if you change the password from LDAP connector, the password used for the web-tools link won’t be updated. To update also the password used by the web-tools, you need to delete/un-publish the LDAP and then re-publish the LDAP.